Engaging with your reviewers shows that you care - address their points, ask for more information, or just say thanks. Here are some suggestions on how to do it.
Reply to reviews
We strongly advise businesses to take the time to respond and communicate with both happy and unhappy customers - view it as an important part of managing feedback. When you reply to a review, your response is publicly visible to anyone who visits your profile on Trustpilot.
Sometimes you may need a few extra details from a reviewer. For example, if you don't recognize them as a customer, you can request information to find out more about them and their experience with your business. Any messages you send using this request form are shared directly with the reviewer, and are private.
This feature is only available for service and location reviews.
Occasionally, a reviewer posts a review that violates our Guidelines for Reviewers (US, UK). If this happens, you can flag the review for our Content Integrity Team to investigate. It's important that you only flag reviews that breach our guidelines, because misuse of flagging may result in the function being disabled for your account.
Previous Trustpilot’s review labels